Opportunity Description
Job Description
- Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
- Perform first level troubleshooting on all reported incidents and elevate incidents to 2nd level resolver groups as per work instructions.
- Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
- Maintain ownership of cases and follow‑up on reported issues until closure and gather accurate and complete relevant information is recorded.
- Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
- Handle initial classification/ prioritization of the incidents, track the progress of resolution and provide regular updates for follow‑up actions and incident status.
- Log, track and prioritize all support request using the ticketing system, ensuring accur...
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